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Product Recall Procedure

A clear overview of how a recall is triggered, how affected stock is blocked, and how full traceability is maintained throughout the process.

1. How a recall is triggered

A recall usually starts when an issue with a product or batch is identified. Common triggers include a customer complaint, a barcode that cannot be scanned, an unexpected change in taste or appearance, or a quality issue identified by the brand owner.
When an issue is discovered, the customer should notify AWC immediately by mailing order@amsterdamwarehouse.com, including the affected lot code and a short description of the problem.

2. Batch identification and stock blocking

Once the mail is received, our team identifies the batch in our WMS using the provided lot code.
We then block all affected SKUs, which prevents any further picking, packing or outbound shipments until the situation is resolved.

3. Traceability and shipment overview

After blocking the stock, we extract a full overview of:

  • Quantities currently in storage

  • Locations in the warehouse

  • All outbound shipments in which the affected batch was included

This provides the customer with a clear overview of where the goods are and where they have been shipped.

4. Optional retrieval of goods

If the customer decides to recall products already shipped to recipients, we can support this process. Customers can instruct us to retrieve goods, relabel items, rework them or destroy them.
Returned goods must be registered in a way that clearly links them back to their original outbound shipment, to ensure correct traceability and correct processing for IVV or excise regulations.

Depending on the transport setup, the customer can arrange the return transport or instruct AWC to organise the pickup.

5. Traceability and documentation

Throughout the recall, all actions are registered in our system.
This ensures a complete and compliant audit trail from the moment the issue is reported until the final step of the recall process.

6. How to report an issue

When a potential issue with a batch arises, please email:
order@amsterdamwarehouse.com

Include:

  • Lot code(s)

  • Description of the problem

  • Whether you want AWC to block the affected stock

  • Whether you require an overview of all outbound shipments for this batch

  • Whether any recall actions (retrieval, rework, destruction) should be initiated